Feedback

[The clinician] has been fantastic and kept me informed every step of the way. She has been so helpful and informative. And very professional.

 

[The doctor] was very supportive and gave great information. She was very welcoming and dealt with the issues and problems. Very reassuring. Everything was excellent. [The doctor] was welcoming and interested in my child, she had read the information about my child before the appointment. I felt comfortable

 

[The doctor] was polite and took the time to listen to our concerns. My son loves the doctor's dinosaur socks, made him smile.

 

We have had our needs considered and met. Expectations were discussed and met. Excellent manner from staff. Great family-centred approach.

 

[The doctor] is very knowledgeable and helpful. She helped both my children on their journey as SEND people. I am eternally grateful.

 

[The doctor] listened to all of us, engaged with [my daughter] ,was thorough in his examination of the details and diagnosed there and then. [My daughter] commented: 'I liked how, in the room, it felt like I could be myself and tell them everything I wanted to.'

 

Very good service, been coming here for years, but had the best appointment for our son with ASD. [The doctor] was brilliant, calm, kind and helpful.

 

Very understanding, was brilliant explaining to mum dad and child. Made us feel very reassured and [our] child. Overall, was a fantastic appointment.

Autism referral waiting list

Waiting times are too long

• We have developed an alternative offer to support children, families, and carers whilst they are on the autism waiting list.
• Impact: better support for children, young people, families, and carers whilst they're waiting.

There's no information about waiting times from questionnaires or point of referral. I am not sure what to expect.

• We have added an automated message to the phone line directing to the website for information about waiting times.
• Impact: people know how to access the website to have more information.

Children with complex needs are waiting for long periods of time.

• We are using the Trust's clinical harms procedure which will prioritise the children and young people with the highest risks.
• Impact: Children and young people with the highest needs will be seen quickly, therefore reducing their risks.

 

Communication

Communication with the team prior to any appointments is poor.

• We have developed new processes, policies and a single telephone point of access
• Impact: it is now easier for people to find information and support.

It's is difficult to speak to anyone and referrals are missed (healthcare professional).

• We have improved the online portal.
• Impact: it is now easier for professionals to refer into the service.

We'd like more updates whilst on the waiting list, so we don't feel forgotten.

• We have sent letters to families on the waiting list to update them.
• Impact: families are now kept up-to-date about the waiting list.
• We have attended community events to share advice and information about autism.
• Impact: ee have raised the profile of what we do, so more people in Birmingham are aware of our services.

 

Website

It is difficult to navigate.

• We have redesigned the autism webpages of the BCHC website pages which include:
  • New content.
  • Leaflets.
  • Videos.
  • Translation options.
• Impact: the website is more accessible to a wider range of people; it is easier to find the information people are looking for; there is more information about autism and the support available.

 

School support

There's poor support in schools for children without a formal diagnosis, especially those who mask symptoms.

• We have created an advice sheet for parents to ask SENCOs questions and will put it on the website.
• Impact: parents will feel more empowered to ask questions about their child or young person.

Children struggling in school and out of school.

• We are targeting the highest referring and high excluding schools for in reach work.
• Impact: children and young people will get the right support at the right time in the right place.

Children with high needs waiting for assessments are at risk of exclusion.

• We have scoped support for children out of school.
• We are piloting in-school assessments for complex cases
• Impact: children and young people will get the right support at the right time in the right place.

 

Support for parents and carers

There are a high number of calls relating to mental health concerns.

• We are signposting mental health calls as appropriate to 111, Forward Thinking Birmingham (the mental health providers for Birmingham), or the voluntary sector.
• Impact: children, young people and families can access the right support at the right time.
• We have taken over 4000 calls and responded to over 7000 emails since September.
• Impact: families are accessing support more easily.

 

Service user involvement in improvement process

People wanted to be more involved in designing the service.

• A new BCHC NDP Lived Experience Panel was launched to meet regularly to discuss and inform our work.
• Impact: the voice of lived experience is heard, ensuring we are developing services well.
• We created a project with young people and are working on an animated film to help us raise awareness and share information about autism.
• Impact: young people will have age-appropriate information about autism.